Consolidated Service Desk Shift Lead

Consolidated Service Desk Shift Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

CACI is seeking a Consolidated Service Desk Shift Lead for a critical role in daily operations of the Service Desk team, by ensuring responsive and effective technical support for users across the command. Position requires a combination of technical proficiency, leadership skills and strong customer service efficacy to maintain high service and quality team.

The work location for this position is Omaha, Nebraska. The position is contingent upon award of the United States Strategic Command SCITLS contract.

Responsibilities:

Service Desk Shift Lead, Senior:

• Serves as shift leads for the Consolidated Service Desk (CSD) for 24x7 operations

• Manages call center services/incident reporting and conducts first call resolutions

• Tracks and elevates incidents within the incident management process for restoration of IT services command-wide 24x7

• Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM Tools, and walk-in requests

• Manages kiosk usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services

• Trains other team members on how to relate with clients in the course of the job to ensure that they are treated in a professional and cordial manner

• Performs and leads major technology assignments

• Functions as a technical expert across multiple project assignments

• May supervise others

Qualifications:

Required:

• Top Secret security clearance with SCI eligibility

• BA/BS + 3 YRS

• Required 8140 Cert within 6 months of start date: 411 - Intermediate; GFACT or CND or Security+ or GSEC; OR Applicable degree ABET accredited/CAE designated; OR Training

• AND

• Additional Cert: ITIL4 or HDI certification, or experience in lieu of certification desired

• Excellent problem-solving skills and an ability to think critically under pressure.

• Exceptional communication and interpersonal skills, with a focus on customer satisfaction

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. 

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their fam